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    Help - Slow Broadband Speed

    This is a discussion on Help - Slow Broadband Speed within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, My exchange is Chelsea. Is there a problem with my exchange. My sky broadband has been very slow for ...

    1. #1
      kingsroadchelsea's Avatar
      kingsroadchelsea is offline Sky User Member
      Exchange: chelsea
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
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      Help - Slow Broadband Speed

      Hi,

      My exchange is Chelsea. Is there a problem with my exchange. My sky broadband has been very slow for the past 3 days. Appreciate a response.

      Thanks

      Kingsroadchelsea


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    3. #2
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
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      Re: Help - Slow Broadband Speed

      There appears to be only one outstanding Broadband issue at the moment. Thank a look a the link below and click the link to the Issue listed:

      Sky Service Status

      You will need to put your Postcode into the checker after that.

      There was some scheduled maintenance in the London & Kent area, but this appears to have been completed.

      Scheduled Maintenance in London/Kent Area

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    4. #3
      kingsroadchelsea's Avatar
      kingsroadchelsea is offline Sky User Member
      Exchange: chelsea
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
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      Re: Help - Slow Broadband Speed

      Thanks for the update. It has been quite frustrating at this moment. I have rebooted my router but with no impact. I cannot even successfully complete the broadband speed test. Nothing has changed in terms of my PC setting since 3 days ago.

      Any advice would be much appreciated.

      Regards

      Shien Kwok





      Quote Originally Posted by kingsroadchelsea View Post
      Hi,

      My exchange is Chelsea. Is there a problem with my exchange. My sky broadband has been very slow for the past 3 days. Appreciate a response.

      Thanks

      Kingsroadchelsea

    5. #4
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
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      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
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      Re: Help - Slow Broadband Speed

      Could you post your router's stats please? Perhaps there is something more local to blame?

      How to get your router statistics - Sky User - The unofficial support forum for everything Sky!

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    6. #5
      kingsroadchelsea's Avatar
      kingsroadchelsea is offline Sky User Member
      Exchange: chelsea
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
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      Re: Help - Slow Broadband Speed

      Hi, thanks for your help. Here it is. I am using a separate Apple Airport Extreme for wireless.

      Regards

      Any tips would be much appreciated. As mentioned it has been working fine until about 3 days ago.

      Kingsroadchelsea
      System Up Time 01:59:52
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 231777 141078 0 18706 6789 01:59:03
      LAN 10M/100M 130927 237233 0 7079 19338 01:59:45
      WLAN 11M/54M 0 0 0 0 0 00:00:00
      ADSL Link Downstream Upstream
      Connection Speed 14947 kbps 993 kbps
      Line Attenuation 24.5 db 10.9 db
      Noise Margin 8.6 db 8.0 db

    7. #6
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
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      Re: Help - Slow Broadband Speed

      Your line isn't configured very well at the moment IMHO. You router was completely reset 2 hours before you took the connection stats. Did you reset the router? If not, this suggests a possible router or PSU fault.

      The original Sagem 2504 does have a history of PSU issues. If you have this router (made by Sagem & dull grey with dimples like a golf ball), then it might be worth seeing if Sky would replace it FOC for you.

      It is likely that a faulty router could cause your connection speed to drop.

      Before contacting Sky, could you take a look at the following please?:

      Is there any noise on your telephone line? To check this use a corded telephone and plug it into the Test Socket, dial '1' and listen carefully. Ideally it should be totally silent, bar a small amount of background hiss
      Connect you router to the Test Socket and post the connection stats from there

      I was thinking about suggesting that Sky reconfigure your line manually. However if the router or PSU is faulty, then you would be better off waiting until you have the replacement.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    8. #7
      kingsroadchelsea's Avatar
      kingsroadchelsea is offline Sky User Member
      Exchange: chelsea
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
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      Re: Help - Slow Broadband Speed

      Hi, thanks for your response. This morning, the internet speed was only slightly better. averaging about 2000 kps vs 600 kps the night before. I have also replaced my microfilter on the ADSL modem this morning and rebooted the modem. Not visible change at this moment.

      System Up Time 00:40:17
      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 416663 480910 0 13058 295546 00:39:25
      LAN 10M/100M 482676 419808 0 293977 16142 00:40:10
      WLAN 11M/54M 0 0 0 0 0 00:00:00
      ADSL Link Downstream Upstream
      Connection Speed 14337 kbps 902 kbps
      Line Attenuation 24.5 db 11.1 db
      Noise Margin 9.0 db 8.0 db

      Any advice would be appreciated.

      kingsroadchelsea

    9. #8
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
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      Re: Help - Slow Broadband Speed

      Could I suggest that you leave the router running for now and not reset it again?

      If there is a PSU issue it would be visible by looking at the 'Uptime'. If after a few days there is no issues, then do continue to keep an eye on it.

      There is also other information that we can gain from seeing the System Uptime in conjunction with the other uptimes. A prime example is to identify whether DLM is working, whilst another might be related to a line fault.

      Did you notice any noise on your line?

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    10. #9
      kingsroadchelsea's Avatar
      kingsroadchelsea is offline Sky User Member
      Exchange: chelsea
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
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      Re: Help - Slow Broadband Speed

      Hi, noted. Will not reset the router for the time being.

      No noise detected on the phone line. Tested it this morning.

      Basically, 3 uses for the home line - one main house phone, sky broadband and sky tv.

      Regards

      kingsroadchelsea.

    11. #10
      kingsroadchelsea's Avatar
      kingsroadchelsea is offline Sky User Member
      Exchange: chelsea
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
      Join Date
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      Re: Help - Slow Broadband Speed

      hi, just wanted to inform you that my broadband speed is back to normal >8mb. Cannot explain why? But wanted to thank you for your advice and help.

      kingsroadchelsea

     

     

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